Senior Client Support Analyst: AI-Driven Product Expert

Canoe Intelligence; Jacksonville (FL); Hybrid; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Flexible PTO

401(k)

Flexible work from home policy

Home office stipend

Employee Assistance Program

Gym/Wifi reimbursement

Education assistance

Parental Leave

Job summary

Canoe Intelligence is seeking a Senior Support Analyst in Jacksonville, FL (hybrid with NYC option). You will be the client-facing expert, guiding users through Canoe’s ML-driven platform and addressing complex issues.

You will collaborate across product, data operations, and client management to improve experience and resilience. We value analytical, self-starting professionals who can teach others, troubleshoot efficiently, and contribute to our knowledge base and AI initiatives.

Qualifications

• Client-focused with a collaborative mindset and strong communication skills.
• Basic understanding of SQL, APIs and Python is required.
• Experience with Salesforce, Zendesk, Jira or Confluence is expected.
• Ability to lead cross-functional work and educate teammates.

Responsibilities

• Become a Canoe product expert and guide clients on workflows.
• Troubleshoot complex issues and act as escalation point for production clients.
• Coordinate with Product, Data Ops, and Relationship Management to address feedback.
• Educate internal resources and contribute to Knowledge Base materials.
• Engage in client trainings and participate in AI initiatives shaping support.

Skills

Client-centric

Collaborative

Self-starter

Analytical

Problem-solver

SQL (basics)

APIs

Python

Tools

Salesforce

Zendesk

Jira

Confluence

Job description

Canoe Intelligence is seeking a Senior Support Analyst in Jacksonville, FL (hybrid with NYC option). You will be the client-facing expert, guiding users through Canoe’s ML-driven platform and addressing complex issues.

You will collaborate across product, data operations, and client management to improve experience and resilience. We value analytical, self-starting professionals who can teach others, troubleshoot efficiently, and contribute to our knowledge base and AI initiatives.